A message from our CEO
As 2025 draws to a close, I want to share a warm thank-you and a moment of reflection with you, our Haven Home Safe community. This year has been full of change, challenge and progress, and through it all, your resilience and optimism have truly shone.
One of the greatest privileges of my role is hearing the stories of strength and spirit within our neighbourhoods. Whether it’s a friendly chat with a neighbour, a garden that’s coming to life, or a small win that makes a big difference, these moments remind us what community housing is really about — people and connection.
Across 2025, we’ve continued to grow and improve. We’ve added new homes, invested in upgrades, and kept working hard to ensure your housing is safe, comfortable and reliable. We’ve just completed our final Big Housing build project, bringing the total number of homes we’ve built over the last 5 years to 387.
Every step we take is guided by the belief that everyone deserves a place to call home.
We know that this year hasn’t been easy for many. Rising living costs have stretched household budgets and added pressure to daily life. If you’ve felt that strain, you’re not alone. We are proud to offer subsidised rent for safe, warm, well-maintained homes and, where possible, support to navigate financial hardship.
Through it all, your patience, honesty and partnership have helped us keep delivering the services and homes you rely on.
While 2025 brought its fair share of hurdles, it also brought progress, partnership and plenty of reason for optimism. We’re stepping into 2026 with new projects underway, renewed focus on maintenance and support, and a determination to keep improving your housing experience.
Most importantly, we’re looking ahead knowing that we’re in this together. Your feedback guides us, your stories inspire us, and your trust motivates us every single day.
Thank you for being part of the Haven Home Safe community. Thank you for your kindness, your resilience and the way you look out for one another. If you need support, have questions or just want to reach out — we’re here, and we’re listening.
Wishing you a safe, happy and restful holiday season. Here’s to good things ahead in 2026.
Trudi Ray
2025 renter satisfaction survey results
Thank you to those who completed the renter satisfaction survey that was sent out by CHIA NSW earlier this year. We surveyed 1809 households and received 518 responses (29% of renters).
Conducted every 2 years, your responses help us learn what you think of our services and where we can improve.
Where you live
- 76% were satisfied with their neighbourhood as a place to live.
- 84% were satisfied with the location of their home.
- 83% were satisfied with the condition of their home.
- Those living in regional or rural areas mostly reported higher levels of satisfaction.
- Since 2023, we have seen an increase in overall community connectedness, personal health and what you’re achieving in life.
Our services
- 75% satisfied with HHS overall.
- 80% felt they were treated fairly.
- 84% were satisfied with the quality of repairs.
- 73% reported their quality of life improved since becoming a HHS renter.
How we communicate
- 52% said they’d use an app to report maintenance /manage tenancy
- When asked about preferred communication channels, the results were mixed, with letters being the least popular option.
- Renters are most interested in commenting on repairs and maintenance, reducing crime, anti-social behaviour and nuisance and social activities.
We also heard your feedback on what we can do better…
- How we handle complaints – especially keeping you more informed of progress.
- How we share information with you – we’re looking into new ways to provide you with important updates and information about your tenancy. We’ve already started updating our fact sheets and will share those as soon as we can.
- How you can share your views and influence decision making. We plan to work with you to understand your experiences in more depth so you can help us create the right solutions. This might be through a phone interview, survey, community meeting, or a renter advisory panel.
If you would like to join our client voice database to be contacted about these upcoming opportunities to share your views, please fill in this form: Join our Renter Voice Database to have your say – Fill out form
Based on what we heard, we will be working hard to improve your experience with Haven Home Safe over the next few years. Thank you for your participation and support!
Festive season food services
If your budget is feeling stretched too think this time of year and you’re wondering how you’re going to put food on the table or are looking for some people to share a table with, these resources may help.
- Each December, Council to Homeless Persons publishes their Festive Meal Services Guide, listing free meal events being held across Victoria over the festive period. If you’re without a home, doing it tough, or feel like a bit of company over the next few weeks, here are some free events where you can enjoy great food, hospitality and get into the festive spirit. Festive Meal Services Guide 2025 – Council to Homeless Persons website
- Geelong – There are many organisations that provide food assistance in the local Geelong region. Where You Can Eat provides an up-to-date guide on all the food relief agencies across the Geelong region. This is general information rather than Festive Season specific – | Where You Can Eat
- Bendigo – People finding it hard to put food on the table this holiday period are able to access free food relief via Bendigo Foodshare’s Pop-Up Christmas Food Pantry. Dec 22, 23,29 and 30th at various locations – Pop-Up Christmas Food Pantry 2025-26 – Bendigo Foodshare
- Whittlesea – Here is a list of Emergency Relief services that operate in the City of Whittlesea to provide support to the community. This is general information rather than Festive Season specific Whittlesea-Emergency-Relief-Calendar-2025.pdf
- City of Darebin – Eat Well, Live Well presents: Find Free Food in Darebin. This is general information rather than Festive Season specific May25_EWLWFoodMap
- General information on where to access food relief close to you.
Changes to maintenance delivery during the festive season
Due to various trades taking leave over this period From Monday 15th December through to Monday 12 th January all maintenance calls will be diverted to our service delivery partner ‘Well Done’ who will prioritise and action Urgent works only. Non – urgent works will continue to be responded to by the HHS maintenance team as soon as contractors can be arranged.
You can raise non-urgent maintenance requests via the form on our website here, emailing maintenance@hhs.org.au or phoning 1300 100 242 during business hours however actioning of requests for non-urgent works may be deferred until after the 11th January subject to availability of trades.
Non-urgent works will continue to be responded to by the HHS maintenance team as soon as contractors can be arranged.
Office closure dates
HHS offices will be closed for the upcoming Public Holidays on:
- Thursday 25th Dec 2025
- Friday 26th Dec 2025
- Thursday 1st Jan 2026
We are open our usual hours during the holiday season (Monday- Friday 10am-5pm).
Bushfire and hot weather preparedness
As the weather gets warmer it’s important for all Victorians to have a hot weather and bushfire plan.
There are some basic things you can do to ensure your property is prepared such as check that any vegetation within 10 metres of your home meets the following requirements:
- Grass is no higher than 10 centimetres
- No plant-based mulch or leaf litter more than 1cm deep
- No shrubs over one metre
- No shrubs next to or below windows
- No overhanging tree branches
You should prepare your property even if your plan is to leave early on days of fire risk; this will give your home a greater chance of surviving a bushfire.
If any of the above issues are of concern to you, please contact the Haven Home Safe Maintenance Team on 1300 100 242 to discuss what action (if any) is required.*Applicable for AHA long term renters who have their maintenance managed by HHS only.
In addition to the above there are many other measures you can take to keep your property safe.
As part of the everyday care and maintenance of your home, we ask that you:
- Ensure gutters are cleaned regularly to remove leaf litter (HHS* will do this once a year closer to the hot weather)
- Remove or relocate flammable items such as boxes, crates, or old furniture from your property
- Face the safety release valve of all LPG cylinders away from the building
- Store fuel supplies and chemicals away from the house.
Remember as part of fire safety and compliance. Renters are not allowed to move sensor smoke alarms as they are in place to keep you safe. Haven Home Safe can issue a breach notice if they are moved. If you have concerns about where the sensor is located, please reach out to your Tenancy and Property Manager.
Country Fire Association (CFA) resources
The CFA fire ready kit is a great resource if you would like to assess how well you have prepared your home in the event of a fire. The site provides helpful tips and links for bushfire preparedness and planning and steps you can take to protect yourself and your property. We strongly encourage you to complete the Fire Ready assessment via the following web link: http://www.cfa.vic.gov.au/plan-prepare/fire-ready-kit/
Stay informed this summer
For warnings and alerts visit the VicEmergency website www.emergency.vic.gov.au or call the Victorian Bushfire Information Line on 1800 240 667.
Tune into your emergency broadcasters – ABC Local Radio, commercial radio and designated community radio stations or SKY News Television. For people without an Internet service, we encourage you to visit your local library or internet café.
Make sure you know what fire district you are in.
Other useful websites
Mental health resources
This time of year can be difficult, please look after yourself and look out for your neighbours, friends, family and community.
Please reach out to a trusted professional if you need support.
- Lifeline 1311 14
- Beyond Blue 1300 22 4636
- 13 YARN – 13 92 76 (Culturally safe space for First Nations people to yarn about their needs, worries or concerns)
